Ombudsman’s Determination

Outcome

Mrs S’ complaint against NHS BSA and the Employer is partly upheld, but there is a part of the complaint I do not agree with. To put matters right for the part that is upheld, the Employer shall pay Mrs S £1,000 for causing serious distress and inconvenience. NSH BSA is not required to take further action.

My reasons for reaching this decision are explained in more detail below.

Complaint summary

Mrs S’ complaint against NHS BSA, the Scheme administrator, and the Employer, is that the former incorrectly told her, for several years, she had Special Class Status (SCS) in the Scheme, while the latter failed to correctly categorise her status in the Scheme at the outset, and gave NHS BSA incorrect information about this thereafter.